Communication & TelephoneModule+2+Ha… · Is this due to an auto accident, work-related injury or personal injury claim involving an attorney? Yes—Fill out back, then continue

© Kim Klapp, 2016. All rights reserved. ChiropracticAssistants.com 1

Communication & Telephone

Your Chiropractic

Care is Critical

Build rapport

Favorite word

Listen for values

Hobbies

Family

Work

Symptoms

Ask questions

Track what’s important

Lifeline Basic Training: Module 2 Handouts


of one’s success in life is directly

85%

related to communication skills.

—Carnegie Foundation

How long does a first impression take?



How much does a bad first impression cost?

Be prepared

Be prepared

Visualize



Be prepared

Visualize

Exhale

Be prepared

Visualize

Exhale

Smile

Tone

Be prepared

Visualize

Exhale

Smile

Tone

Greeting

“Thank you for calling theParanoia Help-Line.

Please hold whileyour call is traced...”



1. Convey your ability to help

2. Determine whom the appointment is for

3. Determine the type of patient

New (never having been to the practice)

Update (returning to the practice after a specified time period as “inactive” )

Current (under active care in your practice)

4. Determine the type of appointment

New

Update

Current

Adjustment

Progress re‐examination

Re‐evaluation x‐rays

Massage or other ancillary service provided by your office

Special consultation

New accident/injury

5. Schedule ASAP

6. Speak positively and offer 2 options at a time

7. Confirm the date and time

8. Express gratitude



1. Put the caller at ease


3. Determine the type of patient


5. Schedule ASAP

6. Speak positively and offer 2 options at a time

7. Confirm the date and time

8. Express gratitude

Where the WOW experience begins

Convey confidence

Build a connection

Reassure them

Utilize “best‐interest” communication

Answer all their questions utilizing Pat Responses

Do what you do so well that they will want to see it again and bring

their friends. —Walt Disney

Prospect Profile


PROSPECT PROFILE Date: CA Initials: SEE REVERSE

Have you ever been here before?

Yes—Date of last visit:

No—Have you ever seen a chiropractor before? No Yes—How long ago?

If less than 1 year ago: When were your last x-rays?

Are you able to: bring them to our office or would you prefer that we take new ones?

D.C. Name: Where is s/he located?

Were you referred by one of our clients or a health care professional?

Yes—Who?

No—How did you hear about us?

Name: D.O.B.:

Zip: Age: (if under 18—make sure a parent or legal guardian accompanies them)

At which number do you prefer to be contacted? H W C

Email:

Are you scheduling for: yourself, your children, or your entire family?

Would you like to come in this morning or afternoon? / Would you like to come in this afternoon or tomorrow morning?

Date: Day: Time: :

Are you scheduling for wellness or are you experiencing any health problems:

DI: Cerv Lum General

Is this due to an auto accident, work-related injury or personal injury claim involving an attorney?

Yes—Fill out back, then continue with rest of page

No—Continue

Do you have any health insurance? (get all information, regardless of presumed coverage or lack thereof)

No—Skip to below dotted line.

Yes—Do you mind sharing some information to save you time on your first visit and determine what your

chiropractic coverage is? (If Medicaid, explain they would need to pay for exam which isn’t covered.)

Policy holder's (PH) name: PH’s SS #: __ __ __ - __ __ - __ __ __ __

PH’s D.O.B.: Relationship to client:

Insurance co.: Phone # for benefits:

Policy #: Group #: Plan Code:

Employer of PH:

Address of PH:

Is this the only policy you may be covered under? (Many Medicare clients have supplemental coverage)

Yes—Skip to below line.

No—Get above information for the additional insurance coverage (use reverse)

We would like to complete your health questionnaire so we can save you some time on your first visit. Do you have 10 minutes now for me to complete it over the phone or would you prefer me to email it to you so you can fill it out yourself?

Phone—Fill out Health Questionnaire (don’t ask questions that are already answered above; transfer later)

Prefers an email version

Do you know where we are located? (I mile east of Arborland Mall; across from Glencoe Crossing)

Make sure to bring in your driver's license and insurance card/s (if patient is a minor, the parent/guardian will need to

show acceptable ID).

Your initial visit takes about 60-90 minutes in order for us to gather the information necessary to determine how we

can help you.

Thank you for calling, (insert name). We’re looking forward to meeting you at (insert time) on (insert day).

Appt. Book Ins. Verified Email Sent Forms Packet Complete Promo: $


Are they new

Are they new

Referred by

Are they new

Referred by

Critical information



Are they new

Referred by


Scheduling

Are they new

Referred by


Scheduling

Reason for care

Are they new

Referred by


Scheduling

Reason for care

Insurance information



Are they new

Referred by


Scheduling

Reason for care


Health history

Are they new

Referred by


Scheduling

Reason for care


Health history

Expectation management

(reverse side)


If auto accident:

Date of accident: State in which accident policy is written:

Have you filed a claim yet? (must do this to bill auto insurance for care; has 1 year from accident)

Name of auto policy: Phone #:

Name of adjuster: Claim #:

**MAKE SURE TO ATTACH DOCTOR’S LIEN TO PAPERWORK AND HAVE SIGNED BY ALL ATTORNEYS**

If worker's compensation:

Date of injury: Have you reported your injury to your employer?

If it has been more than 28 days since injury, the employee must notify their employer in writing of their choice of

physician (First Choice Chiropractic).

If injury has occurred within the last 28 days, the worker's compensation law in Michigan requires the injured worker

to either obtain written authorization for care from their employer or wait 28 days until they are allowed to choose

their own physician. The patient can obtain an authorization slip from us to take to their employer or schedule an

appointment for a date after the 28-day waiting period.

Name of employer: Phone #:

Name of supervisor or contact at employer:


If personal injury case:

Date of injury: Place of injury:

Do you have an attorney? No Yes—Claim #:

Attorney name: Phone #:


Additional insurance coverage:





Employer of PH:

Address of PH:





Employer of PH:

Address of PH:

Other information:


1. Convey your ability to help



4. Keep current clients on their recommended appointment schedule

5. Overcome barriers if possible


Symptomatic




Symptomatic

Contagious


Symptomatic

Contagious

Too busy


Symptomatic

Contagious

Too busy

Childcare




Symptomatic

Contagious

Too busy

Childcare

Car trouble


Symptomatic

Contagious

Too busy

Childcare

Car trouble

Weather


Symptomatic

Contagious

Too busy

Childcare

Car trouble

Weather

Finances



1. Express concern

2. Determine rationale for cancelling

Changed mind

1. Express concern


Changed mind

Finances

1. Express concern


Changed mind

Finances

Feel worse



1. Express concern


Changed mind

Finances

Feel worse

Negative experience

1. Express concern


Changed mind

Finances

Feel worse

Negative experience

Advice from MD or PT

1. Express concern


3. Reschedule if at all possible

4. Document the issue and notify the doctor



Modify scheduling system and/or appointment tracking system accordingly

Get organized before the appointment

Calls for the doctor

Calls for team members

Insurance company/third‐party billing calls

Miscellaneous phone calls

Contact questions

Where are you located?

What is your fax number?

What is your email address?

What is your website address?



Questions about chiropractic

What do chiropractors do?

What is a subluxation?

What type of education does a doctor of chiropractic have?

Does the doctor/chiropractic treat ______?

Is this a problem I should be seeing a chiropractor for?

Do you have any other patients with the same problem I have?

I don’t want my neck twisted / The popping sound scares me.

Questions about fees

What are your fees for an adjustment?

How much is the initial visit?

Does my insurance cover chiropractic?

Questions about care at your office

Do I need x‐rays?

How long will my first visit take?

How many times am I going to have to come in?

How long will it take before I’m better?

What kinds of techniques does the doctor use?


PPAATT RREESSPPOONNSSEESS

© Kim Klapp, 2016. 1

Since you will be communicating with clients via telephone, correspondence and in person, Dr. Klapp would like you to respond to client’s questions in the same manner that he does. It is especially important that prior to the client attending the Doctor’s Report, any questions relating to:

“What caused my problem?”

“Can chiropractic help?”

“How long will it take?” or “How often will I need to come in?”

and “Chiropractic Care Programs”

should be answered simply by informing the client that “The doctor will go over that at the Doctor’s Report.” It is crucial that a doctor be the first one to educate the clients. Please do not give them any information to the above questions during their first visit. After answering client questions, if there is still any apprehension, ask: May I schedule an appointment for you now, or would you prefer to speak with the doctor first? What do chiropractors do?

Chiropractors locate and correct subluxations so that the body can heal itself. Subluxations are a consequence of physical, emotional and environmental stresses which can cause interference to the nervous system, resulting in pain, symptoms, loss of health, and disease.

Chiropractic care restores the brain-body connection allowing natural healing and optimal function.

What is a subluxation? Misalignment of two bones causing interference to the nerves which sooner or later results in symptoms.

If left uncorrected, subluxations lead to spinal degeneration, dis-ease and other health problems. What are your fees for an office visit/adjustment?

Our standard office visit fee if no insurance is involved is $60, but we discount it to $50 if you pay at the time of service. We also have care programs that can bring the per-visit costs down to $36.

What if I have insurance or don't pay at the time of service?

You will be charged our usual and customary fees. Your out-of-pocket expense will be your deductible or a co-payment ranging from $0 to $50 if we are billing a third party on your behalf. How much is the initial visit?

The first visit consists of a consultation, comprehensive spinal examination, nerve function analysis and any necessary x-rays. If you pay at the time of service, we discount your out-of-pocket cost to just $197…saving you about half.

What about the discount mentioned on the website / ad?

If you bring in the coupon from the website (or) since you mentioned the ad, you will save an additional $100. So if you’re paying for the initial visit at the time of service, your out-of-pocket cost would be just $97. Of course if you have insurance that covers chiropractic, you can still use the $100 savings coupon towards any non-covered service. What are your regular rates?

Our usual and customary fee is discounted to $50 if you pay at the time of service and no billing is necessary. Our x-ray fees vary depending upon the number and size of the views the doctor orders; the views range from $25 to $50 per view. There are also additional fees for various examinations. Dr. Klapp has fee plans that most of our clients find very affordable, in fact only half of our clients have any insurance coverage.



I don’t have any insurance / my insurance doesn’t cover chiropractic.

Your auto insurance doesn’t cover for you to get the oil changed on your car or your car serviced, but it’s still important to maintain your car. Don’t you think your health and your spine are at least as important as your car? Just like you choose to pay out-of-pocket for the proper maintenance of your car, we encourage you to do the same for your health, which is irreplaceable.

Does my insurance cover chiropractic?

The only way we can answer that question is to get your insurance information and then call your carrier to determine exactly if chiropractic care is covered under your plan and how much is covered, if anything. Do you accept ________________________ insurance?

We accept all insurance that covers chiropractic. We will be happy to call your insurance company for you and find out exactly what, if anything, your individual plan will cover.

Why is my insurance being billed more than $50.00 per visit?

$50.00 is the discounted fee that is available to clients who pay at the time of service. Our usual and customary fees for an adjustment range from $50-$70 per visit, of which we only get paid a fraction. When we bill insurance companies we must perform a brief pre-adjustment exam and complete additional documentation. We also incur additional expenses (insurance staff, billing software, etc.) when billing a third party, in addition to waiting for payment.

We bill for every service we perform, whether or not we get paid for it by an insurance company. What is an EMG?

EMG stands for electro-myography. Electro-myography is a method of determining abnormal muscle tension. Abnormal muscle tension frequently accompanies spinal problems. This information helps the doctor determine the type of care that is best for your case. Do I need x-rays?

That depends upon your individual situation, but usually the doctor wants to take x-rays because it is the only way he/she has of visualizing your spine and finding certain spinal problems. X-rays allow the doctor to rule-out pathologies or other reasons to not adjust the spine. They also allow the doctor to visualize the overall health of the spine and see such conditions as spinal arthritis, bone spurs, healed fractures, distortion or misalignments that may be causing or contributing to your problem. Just like you wouldn’t want a dentist to work on a cavity without an x-ray, you wouldn’t want a chiropractor to work on your spine without an x-ray.

How much are x-rays?

Our x-ray fees vary depending upon the number and size of the views the doctor orders. The views range from $25 to $50 per view.

Can I bring in my x-rays from my M.D.?

Yes. However, depending upon when and how the films were taken we may have to take extra views in order to see all the structures necessary for a chiropractic analysis. I don't want x-rays because they're unsafe.

Our x-ray equipment is fully digital and uses the minimum dose of radiation possible. The amount of radiation used for all x-rays we recommend for you in a year make up less than 5% of what the State of Michigan considers safe.



How long will my first visit take? In general, your initial office visit will take 60 to 90 minutes. If we can take your health history over the

phone right now (or set up a more convenient time), we can save you some time in the office. It will also enable the doctor to become familiar with it over before you come in. Will I get adjusted on the first visit?

It is up to the doctor to decide during the consultation but it’s important to let the doctor know what you want when speaking with him/her. May I schedule an appointment for you now, or would you prefer to speak with the doctor first?

Why do you need so much information?

Because the more information the doctor has, the better we can take care of you.

How many times am I going to have to come in? Everybody responds differently to chiropractic care, but the doctor will make recommendations for

correcting your problem. Then it is up to you to decide how much chiropractic care you wish to benefit from. How long will it take before I'm better?

It usually takes 2-4 weeks to feel relief from the pain that brought you here. However, health is not merely the absence of pain. To achieve true wellness and to express your body's optimum health potential, your care should not end when your pain does. With continued care, long-term changes can occur which can dramatically improve your health!

Why does the DC want me to come in 3 times/week?

Three visits weekly is the optimum schedule for fast results. Over 117 years of clinical chiropractic experience has shown that this adjustment frequency can get more spinal correction in a shorter period of time than a more—or less frequent schedule.

I need to cancel my appointment because I'm sick.

Getting adjusted is the best thing you can do for many types of illnesses. By removing nerve interference, your body has a better chance of healing itself faster. So, if at all possible, we would like to see you today to speed your healing. Do I have to come in for the Doctor’s Report?

Dr. Klapp makes it mandatory for every new (and most lapsed) client(s) to come to the Doctor’s Report. Not only will you find out how you can save money, but you will also understand all the benefits of chiropractic and why the doctors make the recommendations they make. Is this a problem I should be seeing a chiropractor for?

Absolutely! Chiropractic is very effective in correcting the cause of that problem. Do you have any other patients with the same problem I have?

Yes. We’ve had many cases similar to yours. If you’d like, I could get Dr. (Klapp/etc.) to speak with you and you could ask him/her yourself. How long have you been in practice?

Dr. Klapp has been in practice since 1979.



What kind of education does a D.C. have? Doctors of Chiropractic are required to have about 3 years of pre-chiropractic education that is similar to

pre-med courses. Then four years of chiropractic college is required before graduation. This is very similar to a medical doctor or an osteopathic doctor’s educational requirements. What kinds of techniques does the doctor use?

Dr. Klapp and his associates use a variety of both manual and instrument-assisted adjusting techniques including: Diversified, Thompson, Gonstead, Activator, Cox, Palmer and chiropractic bio-physics. What type of training do you (the CA) have?

We are trained on the job. The training for using the EMG and taking x-rays typically takes about two to four weeks. All procedures are performed under the direction and supervision of the doctor. Does the doctor/chiropractic treat _________________?

As you’ll learn when you come to our office, chiropractic doesn’t treat conditions like __________________ per se. Instead, chiropractic removes nerve interference that is often the cause of ____________________. In other words, chiropractic corrects the true cause of the problem. Does the doctor/chiropractic treat athletic injuries?

As you’ll learn when you come to our office, chiropractic doesn’t treat athletic injuries per se. Instead, chiropractic removes nerve interference that often results in athletic injuries not healing properly or as quickly as they should. Chiropractic helps improve athletic performance by maximizing the body’s physical potential. I don't believe in chiropractic.

It's not a religion...you don't need to believe in it for it to be effective. However, feel free to look at our Hall of Fame showing the testimonials of our Client of the Month or on our website to see what our clients have to share about their care. I don't want my neck twisted / The popping sound scares me.

Occasionally we see clients who are apprehensive about the "popping" sound an adjustment can cause. Fortunately, these clients can still be adjusted by an instrument instead. The instrument can give a very effective adjustment without the sounds a traditional adjustment can make.

Where are you located?

We are located at 4748 Washtenaw (exit 37A from US-23), one mile east of Arborland (US-23) between Carpenter Rd. and Golfside across from the strip mall. (From Ann Arbor, on right; from Ypsi., on left).

From west side of Ann Arbor: take Stadium until it turns into Washtenaw. Continue 3 miles. From I-275: take M-14 to US-23 South to exit 37A (Washtenaw EAST). We are one mile down, on the right. From I-94: take US-23 North to exit 37A (Washtenaw EAST). We are one mile down, on the right.

What is your fax number/e-mail/web address? Our fax number is 734-434-6410. Our email address is [email protected]. Dr.

Klapp’s e-mail address is [email protected]. Kim’s e-mail address is [email protected]. Our website is www.firstchoicechiropractic.com.

Documents

Communication & TelephoneModule+2+Ha… · Is this due to an auto accident, work-related injury or personal injury claim involving an attorney? Yes—Fill out back, then continue